KR20030013742A - Implementation Method and Application System for Business Model based on Event and Relationship - Google Patents

Abstract

PURPOSE: A method for constructing a business model using a relation with an event and a system for applying the same are provided to process inputted data based on an accumulated knowledge and a strategy of a company in real time and perform an evaluation and verification thereof within a wanted time by collecting information using an event, connecting the information with a process in the company, and performing a relationship management theory, a scenario management, and a business. CONSTITUTION: A system is constituted according to three levels, that is, businesses(500,510), events(520,530,540), and a module(540). Each characteristic and principal functions of the businesses(500,510) are operated independent of the events(520,530,540) and the module(540) regardless of a constitution of a user's screen(display module). A master module which represents an object of an individual cluster and a process(550) for a flow of a business and management of a process and a project are included. A cluster which must be processed simultaneously or successively is constituted as an event tree and executed modules finally. At this time, the executed module may exist at an interior or an exterior of a company and may be constituted as many modules. Also, the modules are distributed and processed simultaneously or non-simultaneously. Thus, a module and a business flow may be separated and processed regardless of an impact of an exterior.

Description

{Implementation Method and Application System for Business Model based on Event and Relationship}

In the present invention, a method of constructing a business model and a model for describing a business through the evolution of the relationships between objects and events using the concept of an event and a relationship theory used in computer production and an object-oriented program are described. It relates to an application system, which is partly continued to "Module control system using event concept" of pending application No. 10-2001-0036594 filed on June 26, 2001.

Models rely on knowledge gained from experience, rational strategies and thinking as a way of understanding the world around us, and it can be said that the control and limitation of complexity is the essence of the model. In addition, the model can easily recognize the real world experience and knowledge and distinguish the difference, and also apply it to the surrounding environment to create new knowledge and experience that has not been known so far. It is widely used in the fields of physics, chemistry, and social sciences (philosophy, economics, psychology, management).

In the 1980s, Alvin Doppler introduced a new paradigm of the information age, unavoidable and unavoidable in the "third wave." In addition, it was found that the existing model, such as displaying the cooperation and information exchange between organizations as the sum of the functions between organizations, was not suitable in the new information age. For the sake of strategy and strategy, we have adopted a model for organizing and managing the organization within the end-to-end process.

The company's production method has shifted from the mass production system to the multi-product small-scale production system according to customer needs.In the future, as the introduction of customer relationship management is accelerated in the enterprise, almost all products and services are sold to each individual customer. As it is expected to change to the form of custom-made according to the demand of the company, it is hard to think that it can be applied to all the new enterprise environments that are changed only by the current process model.

18 years after the concept of relationship marketing by Berry was first introduced (1983), extensive research and development in relations in all areas of business (business and academia) has resulted in The concept of marketing has changed.

It was interpreted as a value judgment in the mind of people in the past when information technology and network were lacking, and it was not recognized as an individual's qualities and applied to corporate management, but now, through the development of information-related infrastructure and technology and continuous in-house education, It can be said that gradual relationship management is being realized because it affects each employee's actions and accidents.

In the past, in the information society, the company's applications were mainly processing the data, so the programs of all the applications were mainly developed and operated around the database system, but gradually, according to the development of the network and technology, the data was analyzed and the strategy was established. As business is transformed in the manner of trial and evaluation, the development trend of information system is also changing from the operation of simple data processing to the accumulation and application of knowledge through analysis of information.

Processes within a company are formalized and stabilized by rules, processing procedures and practices, while outside the company changes individual consciousness due to changes in various channels and societies / cultures that can contact customers or suppliers. And as the market competition increases with the rapid development of information and communication technology, the future business environment cannot be predicted, and therefore the data are changed due to the change of processes that support the strategies and strategies for companies to maintain a competitive advantage in the market. A fast system for collecting and processing can last only two or five years.

In addition to the constraints of the establishment and operation of the system according to the strategy, the customer selects and evaluates products in various ways according to the region, ethnicity and national system, and according to the taste, age and gender of the customer. There is a limit to current sales and service support systems to accommodate and process demand on a segment-by-segment basis.

Therefore, just by adapting the company's process to the defined process or developing the system according to the existing process, such as the application method of the existing enterprise resource planning package, the company cannot survive in the business world. With a free system of processes and processes, differentiation from competitors, continuous improvement of strategic processes, and changes through the evolution of work and technology can only keep the competitive advantage in the market.

More than two years, however, the development of information systems that support processes or the introduction of packages to install them, to develop and build according to gaps between processes desired by companies, to change the corporate culture that has served as a change in employee awareness and practices. The time required is the biggest obstacle. Of course, in the past, various efforts have been made to shorten the system development period, but the results have not been great.The development language, module construction method, and system dynamics alone are limited to support the business. It is a field that cannot be solved without introducing a method of designing, a practical application method based on such a model, and a system supporting a development language and model that can effectively build a system.

The systems currently referring to customer relationship management are internal reporting and analysis related to internal business operations, such as Internet-based e-CRM, sales force automation, or data mining using data warehouses. In addition to the complexity of handling these solutions in a single, integrated process with independent, function-based solutions, such as one side of customer analysis from the company's perspective, market changes and competitiveness cannot be secured. .

Therefore, the system is built on the overall basis of the theoretically proven method of relationship management, the knowledge accumulated in the conduct of the business, and the opinions of customers from the perspective of customers, competitors and suppliers, and a broad perspective of market trends. It can only be said that it is a true relationship management system. Therefore, there are only a few companies around the world that can establish and manage relationship relationships. The system is being built and operated for the strategic process applying the unique model that can maintain the system.

However, there are some tasks to be solved to build such a system. For example, as shown in Fig. 1, the relationship between the previous partner and the customer has developed from a vertically dependent relationship to a horizontal relationship as shown in Fig. 2, and the transaction types such as the customer and the company, the company and the company, and the related infrastructure It's complicated, and you can't define a process according to a particular type, and the customer or company that deals with the company maintains a different process based on its own characteristics, so the company and the company can't connect to the process. The consultation is being made.

In the present invention, a system of a company that adapts to the market environment like an organism according to the strategic scenario for the market change and the relationship with the customers and partners that make up the market, not the method of success in the market competition through a strategy and tactic process. Is to build.

The present invention is not a static method in which business processes are processed according to a certain pattern as in the past process method, but collects information using events and connects it with internal processes, as well as academically proven relationship management. A system that not only processes input data based on knowledge accumulated by conducting theory, scenario management and business, but also corporate strategy in real time, and evaluates and verifies actions accordingly in a desired time. And how it is.

Therefore, scenarios are built in advance based on anticipated changes in the market, marketing theories, knowledge of the company's sales and marketing strategies or customer behavior, and business practices. do. And when an unexpected situation occurs that is not understood in the operation process, a scenario of a predicted solution is prepared, and accordingly, a system and a process for establishing a system and a process within a short period of time are presented.

The ultimate goal of managing relationships in the enterprise is customer bonding. The concept of customer engagement is a process that affects the customer, and customer loyalty is the result of that action.

For companies, customer solidarity

☞ Form contact point around customer

☞ provide barriers to supplier changes from the customer's point of view;

➢ Can be defined as an activity to establish intentional relationships, including improving preferences for suppliers.

As a result, customer loyalty is measured by the quality and amount of transactions between the customer and the supplier due to the customer's belief that they will repurchase their products and services in the near future despite changes in competitors' efforts and business environment. It is a good indicator. As an example

☞ the number of contacts before a transaction,

☞ the number of shopping visits,

☞ Quantity / amount of supplier's product to customer's quantity / amount

From the customer's point of view, loyalty can be determined by preferences, positive attitudes, feelings and satisfaction with the supplier, which means that the customer buys from the supplier again.

Satisfaction meets or exceeds human expectations, which are based on each individual's experience and knowledge-Stauss 1999. Thus, as defined in Table 1, customer solidarity and customer loyalty, high customer solidarity Indicates loyalty, but customer referrals and friendly, positive customer feedback are unpredictable, and low customer solidarity is more likely to be loyal than high satisfaction, not loyalty that causes ongoing transactions. to be. Whatever the reality, whether customers avoid or companies are not active, there are obstacles to promoting relationships.

As a result, customer satisfaction does not lead to customer loyalty, and because of the possibility that most customers can deviate at any time, the ultimate goal of the business that the company is pursuing can be identified as high customer satisfaction and high customer engagement.

In the present invention, to build a relationship management system, a model and a system are constructed based on two concepts.

One is not to grasp corporate business and business flows in terms of functions and processes, but to connect a collection of events and objects that represent events as a network of events that occur sequentially or simultaneously. Thus, the analysis of the company's work flow and customer behavior is carried out in units of events, and processes and strategies are handled by events and performance of events.

And module design in event gathers by separate object and design necessary module. However, modules that communicate between objects and objects and modules that control specific devices, such as systems and customers, or customers and employees, are developed in tools and their supported languages, depending on the need or purpose.

The other is that relationships between customers and employees or employees and employees (e.g., customer requirements and solutions and employee responses) that occur within an event suggest necessary business models through relational theories. It presents a series of methods and related tools related to how to analyze and design business tasks based on the model, the principles required for module development, and the necessary training for employees.

Defining customer cohesion and customer loyalty. producer Relationship between supplier and customer customer Customer engagement Buying behavior Attitude and will Contact formation, providing barriers to supplier changes, customer preferences Relationship between supplier and customer, supplier and customer environment Willingness to repurchase from satisfaction, preference, supplier or supply channel Customer solidarity = activities that approach customers for closer relationships Customer loyalty = continuous trading between customers and suppliers with good relationships for a certain period of time Customer loyalty = Attitudes and commitments to the supplier

1 is a conceptual diagram of the vertical relationship between past companies, suppliers, and customers

2 is a conceptual diagram of a horizontal relationship between a current company, a supplier, and a customer

3 is a construction step for building an event model

4 shows the five stages of the customer lifecycle

5 is a system three-tier structure diagram of business, event and module.

6 is a structural diagram of a relationship management system

7 is a state diagram of events, event lists, and processes.

8 is an error processing flowchart of the relationship management system

9 is a method for supporting a distributed environment of data

An object of the present invention is to provide a system using a business model and a model using the event and relationship management, the distributed inter-object environment used in the system construction according to this does not depend on the environment of a specific standard.

Therefore, the proposed model can be applied to CORBA (Common Object Request Broker Architecture), DCOM (Distributed Component Object Model) of Windows environment, and RMI (Remote Method Invocation) of Java. Of course, it also provides the necessary concepts, methods, and functions, including systems that can use their own specifications for the purpose of maximizing system efficiency for commercial or commercial use of modules in new distributed environments. In the present invention, unless otherwise stated, the interface standard between modules used in the system shall conform to CORBA.

Another object of the present invention is to analyze the cause and effect of the business through the mathematical theory and relationship management theory provided by the business model by the event (hereinafter referred to as the "event model") to build the system, and also to To provide a mechanism for interpreting flow.

Another object of the present invention is not limited to the event model and relationship management theory in the field of sales and marketing, but for the purpose of non-profit public institutions, public interest groups or private organizations, and for profit, including production and logistics. It is to provide a method that can be applied to all fields that need to interpret the phenomena related to the business performance of a company and build a business process and system.

Another object of the present invention is to accumulate knowledge and information for solving problems on a per-event basis in a manner of fitting applications, data, and organization to a process, such as a process model, and to determine the causal relationship between strategy scenarios and events. It is about a system that can achieve corporate goals by connecting events accordingly.

Therefore, the system proposed in the present invention processes a business flow as an event and event connection in the system based on proven theory and scientific facts related to sales and marketing, and also provides a method for connecting an event with a terminal used by a user. do.

Another object of the present invention is to present a guideline to the practitioners necessary to perform the business as a subject that can directly perform business in the function of the information communication system to process the data or to assign the work target to the employees in real time. To provide a way to measure performance for

The objects, advantages and features of the present invention can be understood by those skilled in the art and those working, and can be realized and achieved by the claims.

Before describing the model applied to the present invention, first define the most important event (Event) and Cluster (Cluster),

An event is an etymologically important event or event that represents a momentary change in the state of objects, including the concept of time. Therefore, an event in a company represents all these contacts as events, such as meetings with customers, telephone calls or communication through a communication medium such as the Internet, letters, TV commercials, news and complaints. The focus is on the process and processing.

Cluster is defined as follows.

a) a collection of objects in a concurrent state made by an event; such a collection is called a cluster, which is a net of relations and actions between objects that have a specific purpose. It is gathered in a systematic structure in (Network). In the cluster state, objects are stabilized and linear operation is possible.

b) Within a cluster, time is not synchronized but progressed asynchronously and thus jumps as if teleporting from the state of one stable cluster to the state of the next stable cluster within a given time. Do it.

c) The change in cluster state in a system has a significant effect on the change in state of other clusters.

AlsoClusterApart from the definition a) above You can do a secondary definition (Lemma) as follows:

a-1) A method of expressing relationships and behaviors between objects with a purpose. Clusters are sets of objects of the same nature and attributes that are related to communication and behaviors between objects. Individual clusters are stabilized.

a-2) The behavior of an object with different purposes constitutes another cluster, and recognizes the result of the cluster change caused by the behavior of the objects as a new cluster, and can express the relationship and change between them in the form of a network of clusters. .

Here, the communication and behavior between objects of Lemma a-1) can be recognized as events in the definition of a).

As a result, a cluster is defined as a set of concurrent, stable objects that can be distinguished from other objects in their purpose . In addition, expressing the world of business and systems using clusters and cluster networks using attributes of clusters will be referred to as a model construction method provided by the present invention.

The original object-oriented model describes the system as "a set of characters that characterize phenomena in the real world as a collection of objects, relationships between objects, and object behaviors for specific purposes." However, in the present invention, the system is expressed as "a cluster of clusters and a network between clusters". In addition, an entity is defined as "a subject that raised an event in the system".

An event may form one or more clusters. In the present invention, terms of an event and a cluster are used interchangeably unless otherwise distinguished. And note that the objects mentioned in the cluster are not the objects mentioned in the object-oriented model. Conceptually, it is a unit that can be distinguished independently, meaning employees, customers, cars, information, etc. Individual objects can also be separated according to their characteristics. For example, a customer may have a family, a home, a living standard, the number of contacts before a transaction, the number of shopping visits, the quantity / amount of the supplier's product to the quantity / amount the customer purchases per year, or the easiest way There is a social security number and a social security number that can be identified. In addition, the concept of an event may have a difference in terms and concepts from an event generally used in a system and an object-oriented module because there is no term used properly in a business.

Our body is composed of molecules such as amino acids and DNA. When hit by a baseball or soccer ball, the data hit is bruised, but the whole body feels pain. Therefore, in the present invention, the relationship between the object and the object in the real world is interpreted as the relationship between the cluster and the cluster.

More specifically, when referring to objects, the objects presented in the cluster definition refer to the entities that do business. Information systems within the scope of the system of the present invention are controlled for objects (telephones, documents, the Internet, ...) as tools used to perform business or as a means for forming a relationship between business entities. Is treated as one business entity and is not divided into individual objects. Therefore, it is not classified as a separate object in the definition and property stages, but it is classified as a functional requirement of the information system.In the modularization stage developed as an information system, the development and development time of the separate development system is considered in consideration of the cost and speed related to the cluster. Processed by separating them into objects.

Re-regarding events and clusters, if the objects that make up the cluster are different, they will be recognized as different clusters, and if the clusters of the same objects have different purposes, they will be recognized as different clusters. However, in the real world, objects are not classified in detail according to specific events. In other words, the campaign task selects target customers from customers who have the same product conditions and the same product preferences in the process of preparing and implementing them in advance, so the event model cannot recognize them as individual objects and recognize them as the same customers. Or activities and actions that classify customers into customer segments and recognize them as the same customer. In addition, if an employee who performs the same task can proceed without taking over, it is recognized as the same object. And the meeting of the same people with the same purpose changes over time into different clusters, where the business must create value as it evolves or moves from event to event. Therefore, the purpose of doing business and socializing with other fellowships or employees is not recognized as a cluster of business, and no matter how long it is if people work in one place with the same purpose as R & D on a given subject. (Commuting here is seen as an extension of work), so even though the purpose and objects do not change, they are recognized as a single event and cluster. And when business theory and practice are applied to the events and clusters described above, it becomes a business model.

We can say that the sales and marketing pursued by the company aims to establish a relationship with the customer, and the events that occur in the relationship with the customer affect the customer and thus the affected customer It will raise the next event. That is already known in marketing,

☞ Sales activities affect the purchase of products directly or indirectly to the customer.

☞ Product brand image, corporate marketing activities and positive comments from customers

It is consistent with the fact that this affects the sale of goods / services.

If the above relation formation process is expressed by mathematical logic, it is as follows.

There seems the objects that make up the cluster surface to the change of state of the cluster is shown as a function of the object, the cluster state caused by internal or external events to t + dt time from t cluster state (S _t) of the time (S _{t + dt} ) can be expressed as the change of internal objects (D) through the dynamics of objects in the St state, the related actions between the objects, and the effects of other events.

S _{t + dt} = f (S _t , D, d _t ) and D = ∑w _i C _i

(w _i : specific gravity, C _i : functions related to other clusters)

As a result, the state change of a cluster (a cluster composed of the same object changes over time and becomes a different cluster) is given between objects in the cluster and influenced by external clusters generated by other events and functions of the relationship received. The main cause is the change of the received internal object. Thus, the focus of all management in the real world can result in the management of objects, especially clusters that directly or indirectly affect entities, and the management of objects that directly affect entities and objects within the cluster. This will mean the creation of a new cluster.

D can be divided into a cluster inside the enterprise (w _i C _i ) and a cluster outside the enterprise (w _j C _j ), where the cluster outside the enterprise is a collection of objects (employees, information systems, and devices) managed by the company. It is not included at all, so it is ignored by management. If it can be managed here, it should of course be included.

In the way to go from the state of cluster A to the state of C,

F + g: A-> C and the sum of functions f: A-> B and functions g: B-> C

The function h: A-> C results in the same result.

h = f + g

Note: + is an operator or function for state changes that occur sequentially

Also, if T is a function of time and cost according to the state change of a cluster,

T (f + g) = T (f) + T (g) ≧ T (h).

This means that the phase change of the cluster takes less cost and time than one phase. T, which is a function of state change and a function of time and cost, is later used as a condition cluster rather than a module of a general cluster. Because it has a function, it is distinguished from other general function modules.

The time (t) of state change is about the same and | T (f + g) -T (h) | If << T (h) or T (f + g) or the event objects of A and B are the same, you can consider T (f + g) ≒ T (h). That is, the resource and time difference consumed can be ignored.

In addition, the events currently occurring by the entity (i> 1), except at the moment when the first contact (i = 1) is made (in case of an unspecified customer) due to the facts known in the marketing described above and the definition of the cluster c). ) Can be expressed as the result or sum of all past event sets that are related to the entity, although each may have a different weight. This can be interpreted to mean that the following events occur as a result of marketing and sales.

S _i = ∑w _i-1 f (S _i-1 ) (i: number of contacts, f: function related to cluster)

Therefore, the cluster that is currently in contact with the entity is the story that each object can achieve the desired result by the information and knowledge obtained by contacting the entity's requirements in advance and the relationships and behaviors between the objects. Information and knowledge are kept for each object and provide information of objects according to the cluster's requirements.

In the present invention, three methods for exchanging information between clusters are provided.

a) providing information directly upon request for work among objects in a cluster by an event,

b) to provide information to other clusters by using an interface file existing in the cluster, which is primarily used when interfacing with a cluster that has the attributes of a batch job,

c) Indirect information is provided through accumulation and sharing of information and knowledge of objects in the cluster.

The problem in the real world is that various types of events appear depending on the object. Therefore, management theories such as relationship marketing can be said to be a way to solve the equations of these functions. Also, based on the company's knowledge and statistical methods by decisive or key events, You can say that you can predict or make the necessary care.

An event that additionally occurs with respect to an event generated by the entity is expressed as a subevent. In case of tasks that cannot be solved by the cluster itself, this event makes a request for cooperation to other organizations, and it is an advance for events that are expected to occur after a certain period of time depending on the event or the occurrence of the event. It refers to events of preparatory nature and events for specific purposes other than actual work. Of course, like a campaign program

☞ Sending product description data for the purpose of promoting new products to specific customers

☞ Send new materials for promotional and product explanations to new customers who have inquired similar products by phone after campaign of new products.

There is a difference in scale, but the approach is the same, so an event can be a subevent.

When configuring the system using the event model, customers, partners and employees of the company as well as invoices and products are recognized as objects, and events based on the requirements between them are ordered (customer-> corporate): Event, contract (customer <-> corporate): The customer and company are defined in the same notation as the event made by mutual appointment, and the completion event for the process caused by the event is also delivered (corporate-> customer). It is written in the same way as (->, <->). Depending on the organization and system within the company, it is subdivided into sub-events such as contract review (Sales-> Management). The ultimate goal is to focus on the entity that caused the initial event.

The method of identifying a business from the perspective of an event is a method of identifying a business from the perspective of a process (hereinafter referred to as a "process" if the primary focus is on change management of the entity from the object's perspective and value creation in the process (entity and object interaction). Model ”) is the main concern for activities that assign value to entities based on the flow of entities (in this case, goods and information), ignoring object classification and behavior.

In the event model, if you consider only the value of clusters centering on events that directly affect the cluster, ignoring the effects of other clusters as processes, then display as f: S _t- > S _{t + dt} or f (S _t ). It may, at this time can say that the various results (S _{t + dt)} by the communication between actions and objects between the object and to configure the cluster in S _t the current state of the cluster appear, managed to talk the process model is It is a task to formalize the behavior and communication between objects to produce a certain level of results.

Therefore, the current process can be said that major investments are made in such fields as the establishment of a system of entities (information) that speeds up the flow of events, process improvement, employee training, and office automation, so that processes can use the same events to increase profits. The focus is on minimizing the cost of clusters caused by finite events by creating customer segments of the same type, and employees of the same type through training.

The objects and actions of an event can be one-to-one mapping with the data and activities of the process model, and the change in objects is small and the events generated from the entity's point of view can be limited so that the event model or process model can There will be no difference in performance. Therefore, the model concept is simpler than the event model with relatively high initial development cost but low maintenance cost, and the business model is preferred with low initial development cost but high maintenance cost for process change.

For example, in a monopolist, the customer's choice is either used or not used, or given only two choices. Therefore, companies are not interested in marketing such as customer differentiation, and are only interested in entry barriers that prevent other companies from entering the market, such as falling product prices through overall cost reduction. Therefore, the computerization of these companies will be directed to the computerization of large-scale tasks that can be saved using the process model.

Although we explained how to make an event model look like a process model with some limited conditions, realistically, when considering the integration between the two models, even if the state of the object changes,

The actions performed by objects in the cluster match the activities of the functions that make up the process model,

When the data requirements in the cluster meet the data requirements in the process model

Events can provide the data and functionality required for the process model.

Although the change of objects is large, the process model is static in terms of events, so the data required by the event model can be integrated with the functions and data possessed by the process model under any conditions. In other words, when working in real time except when all systems are stopped, the event becomes the subject and integration is possible.

For example, let's talk about customer information used by companies.

The customer information of the process model can be said to have information in a relation form in the database according to a given format. In addition, the customer information used in the event model can be viewed and modified at any time and any place in the process model. However, the customer information in the event model is information in itself but incomplete for use in the process model. When the interface cannot be used and the event evolves to complete data required by the process, the data can be provided to the process model by the sub-events in charge of the interface.

As an example of banking business, the information and reliability of the information is not enough to be used in the high level of trust with customers such as credit card issuance, credit loan or mortgage loan based only on the customer information registered on the Internet or the opening of the account. There is not enough information. In case of using such data, it is difficult for the program to distinguish between data that is normally input and data that is not according to the purpose of the loan. Therefore, in order to prevent the system error, the existing process model is treated as a separate process, and each separate information is maintained. In the event model, the focus is on the management of changes in entities and objects called customers. The customer information is based on the information subscribed to the Internet by individual databases and modules and credit card issuance. It manages and keeps the additional information and all the information used for the loan. In addition, it is possible to check whether it is possible to issue a credit card only based on the status of bad credit, the average balance of customers' accounts and the average monthly use of home banking. Residents who can Immediately issued a password, confirm the presentation of the certificate of ownership and the account is able to be made.

The system can be said to be built according to the characteristics of each model. In a process model, for example, the way a system works is created in the form of a process that focuses on the flow of information. In addition, a relational database that uses the theory of linear algebra as a model displays information as tables and operations in rows and columns. Therefore, in order for the relationship management system to operate efficiently, it is difficult to explain logically with the existing process model and it is impossible to construct the system. Therefore, the business model should be established based on the concept of events.

Therefore, in the present invention, before describing the components of the system and the application method, the method will be described in terms of the characteristics and construction of the event model step by step as shown in FIG.

Working with event definitions (31) as the first step

The biggest difficulty in building the system is that the number of events in the real world is almost infinite, and it is very difficult to understand the classification and properties of the events. Therefore, rather than identifying all events occurring in the business world and associating them with the business strategy, it is possible to identify the events that are in contact with each other in terms of the objects that are related to each other, and to group events that are related to the business strategy or have similar attributes. You will take a method to make it a standard event.

In the present invention, in order to construct an event model, two approaches are approached from the perspective of the theory. One is to build a process for customer retention, trust, and satisfaction from a behavioral perspective. Emphasis is placed on establishing customer behavior and relationships within the organization with the goal of improvement.Another role is the relationship between firms / corporates / customers in the network perspective and their role in society and relationships networks. The main focus is on joint research and development necessary for new product development, promoting mutual trust and cooperation between customers and companies through customer clubs, or returning corporate profits to society.

In order to define an event, it is understood from each object's point of view. In the present invention, it is understood from four main points of constructing an event of marketing and sales based on the point of view of the relationship theory.

Therefore, the time (process or cost) of the resource that manages the enterprise resource generated by the event that focuses on the behavior of the customer, the event (process or cost) and the event that connects the event, and the information transfer between the objects in the event Events are defined in terms of technology perspectives, strategies to gain a competitive edge in the marketplace, and the Company View, the position of employees or partners that trigger events to capture the hearts of customers. ,

In customer view, social science and social statistically derived data (consumer psychological data, verified research papers), accumulated in the company, are defined by the customer's view of events by types and types of transactions between customers and companies. You will define events that occur based on your knowledge or based on your customer segment and customer lifecycle, and you want a resource, called a product / service, that your company can provide based on the needs of your customers. Will be delivered in time.

In-bound events required by the system step by step based on information tailored to the beginning and completion of the customer's lifecycle during contact or transaction with the customer, and the goal of increasing customer loyalty and customer retention in the enterprise. To provide out-bound events to customers and suppliers. At this time, the system provides the person in charge with the information necessary for the work and the method (manual format related to the work or the data format for inputting the information).

Therefore, personalization of individual customers, which is the ultimate goal of customer relationship management, can be achieved, and it can be a stage where an enterprise can perform necessary consulting tasks based on previous customer experiences about events that occurred to customers. You can get closer to

For example, in a bank's business, a normal customer may be able to make a loan when he or she buys a house, or when a business fund is needed, and when the child is getting married. You will get a loan from the bank that knows the length of the loan and provides the best conditions. The only way to differentiate yourself from other banks is not in similar lending products, but what affects your judgment, that is, what your customers can do with their banks and what other banks do not offer. It is in the consulting capacity of employees who perform services and loans.

Five stages of relationship establishment (commonly referred to as lifecycle)

The concept of a relationship is not static but is considered to be dynamic, which can change according to the activities of the partners forming the relationship.

① Awareness

② Exploration

③ Expansion

④ Commitment

⑤ Dissolution

Customers first identify the company and then investigate the expectations or profits of the deal with the company. In some cases, customers can have a trial version to test whether the desired results are achieved.

If the expectations for a transaction are satisfactory after the first transaction, it will continue to expand the transaction and reach a state of fulfillment without the co-development of the necessary products or product inspection. Over time, however, you can stop trading for a variety of reasons (such as changing a supplier of goods to another company or stopping the supply of goods to the market).

Resource View identifies resources consumed in relation to the event by defining the events according to the types and types of transactions between customers and companies in terms of the resources provided (employees, equipment, incidental expenses, etc.). Importantly, the use of resources is tied to the processes inside the enterprise.

Events generated in the field are connected to a complex process while providing resources.

☞ Depending on the property

☞ according to organization and location

It can be divided into various events. In order to perform the work in response to the event and to produce the necessary result, the company performs one sub-event consciously or unconsciously. In this process, the company achieves the desired goal.

Events that directly use corporate resources, excluding consumable expenses, such as sales staff expenses, are called core events. An example of a core event is an event that triggers a company's processes, such as quotations or orders. Events other than core events are events that occur in the process of proceeding to core events, and therefore, tracking management, schedule management, use of analysis data according to the customer's life cycle, and macro marketing to achieve a goal for the company. Events will be archived in the form of goals (targets for each customer's lifecycle) or pipeline analysis for contracts and orders of sales, and data for opportunity analysis and guidance.

In addition to the analysis of sales objectives, it is necessary to provide the activities based on the activities performed by the personnel in the activity based cost system, as well as to cooperate with the relevant agencies. Provide information to obtain information, and to evaluate and analyze the goods and services provided to customers and suppliers, the speed and related costs of the process, the direction and method of office automation to be handled within the enterprise, and data for business analysis (cost or Cash flows or asset utilization) can be provided automatically.

The technical point of view approaches from two perspectives: the first system is also perceived as an object that constitutes the event, so in addition to the occurrence of the event, it is necessary to understand the services that the system provides to the customer or employee and the second practical task. The purpose of this is to define the conceptually necessary events to implement as a system rather than to classify events.

Therefore, in accordance with the development of information and communication technology, it is possible to connect objects and objects (customers and customers, customers and companies, companies and companies) and to provide information on the communication tools and methods and information delivery through events generated by the system. to provide.

Although it is not a matter to be considered in this stage, the system is continuously introduced according to the development of technology such as information and communication (for example, client / server, internet, wireless internet, HTML, XML, JAVA, telephone service). The way to develop separately is to be avoided. Therefore, communication technology is classified into a simple communication medium that connects customers and companies, and between companies.

The corporate perspective utilizes customer information (transaction details, call details, requests and complaints, purchase history, and customer bond / debt relations) to leverage the knowledge gained through analysis and evaluation, It consists of events related to selecting the right customers for the products and services and conducting campaign activities according to them, and events related to credit rating, deception and fraud, and knowledge accumulation and knowledge utilization.

For reference, the events related to analysis and development are characterized by strong functional characteristics such as analysis and schedule planning through organizational planning without changing objects, so they are divided into separate systems or one event during system development.

Things to be aware of when categorizing an event are that events must have conceptually independent attributes and characteristics even though they are physically connected, and they can be divided into the minimum units that can be categorized from four perspectives. The combination takes place in the form of events required by the perspective. In addition, events can be classified into specific categories according to management purposes of separate companies, or events can be classified separately for experiment and analysis purposes.

Another important point in the definition of an event is to define the necessary requirements, such as the functionality, data, and behavior to achieve each object that constitutes the event. In other words, when you want to solve a problem about an entity's requirements in a set of events, you need to perform the necessary work for the level of knowledge that the business objects must have in advance. In other words, employees need to be trained to acquire the knowledge necessary for actual work to solve the event, and the developer writes a work manual for the event, and the system can be used to promote work to employees, customers, and suppliers. Considering the necessary information, the functions to be provided and the specific methods to be provided, the company should use PR and marketing to provide potential training for the customer so that the event can be triggered.

Attribute and Event Classification of Events as a Second Step in Developing an Event Model (32)

Identifying attributes by subdividing the events is not limited to the tasks that the relationship management system needs to handle computationally, but assigns task objectives as well as necessary action instructions to e-mails to the person in charge or in the form of a bulletin board of the person in charge. Not only does it provide information about what it does and what instructions it needs, it also checks the performance of the object. This is due to the fact that the system exists as an object of the event model and two resources consumed by the event (time and cost). One is that the customer's requirements must be made within the time frame of customer satisfaction, Commitments must be managed in the person's schedule management, and the scheduled time must be displayed by e-mail, task screen or other means. The other is that the quality of service depends on the events provided to the customer. For example, when an event is a machine, such as ATM equipment or the Internet, and a customer representative visits a customer site in person, there is a huge difference in cost and effectiveness for the same purpose. This is because the development of modules related to the required control is necessary and the necessary information and work instructions are required for human execution.

The event model uses time as a dimension in addition to the influence and outcome between events, and the average time and maximum time to resolve the event are used as evaluation indexes. Thus, it is a story that the sales activities entrusted to the individual's ability can be changed to the template provided by the system.

Cluster classification according to cluster properties Event properties division cost Events based on cost Working process Events based on properties of start, intermediate work, and completion time Events with temporal variables Event about general static state Subject of work Who the Employees and Supplier Employees Perform The machine performs the subject Computational System Performs Subjects Processing method Passive events to meet the needs of the entity Active events affecting entities Internal management events Condition event

Unlike other objects, the customer entity is an object that moves between the inside and outside of the system. It is a key element that triggers an event and is located outside the cluster boundary. And in order to handle the requirements of an entity in terms of objects in the cluster except the entity, it can be classified as follows.

Passive events that need to respond to the entity's needs (called in-bound events if the customer is an entity).

☞ Active events that a company wants to strategically perform to affect an entity (called out-bound events if the customer is an entity).

☞ Internal management event

☞ Can be divided into conditional events.

Passive events are based on the most basic contents handled by representatives through events such as customer consultation, business consultation, contract conclusion, and customer complaints.

Active events are contents to be managed additionally along with strategies and events that the company wants to pursue in addition to events that should be basically processed at the operation level. Information is delivered to the person in charge in the form of messages, menus, and bulletin boards. It consists of tasks that are processed automatically.

☞ Evaluation of customer's credit rating

☞ Accumulation and Use of Knowledge

☞ Identify and deal with deception or fraud

☞ Risk Assessment and Management

☞ Portfolio Management

☞ Customer Service Automation

☞ Marketing campaign management.

The internal management event is the task of finalizing the report after performing the main task, and the task of additionally performing reports such as performance analysis of the entire team and evaluation indicators by the BSC. Are excluded and employees within the enterprise become entities that trigger events.

Condition event is a new event and process occurs according to the external factors and internal guidance or campaign work or ongoing relationship between customers, partners and employees in the event generation, the present invention solves the problem in two ways One is the conditional event that examines the condition between objects and raises another event. The other method is the module that is responsible for linking the event to the event (one in the event list to link the event). There is a way to raise other events according to conditions. The first method here is called a condition event. For example, according to the visitor and the nature of the work, the visitor is to determine whether the visitor is included in the lead, and in the case of the lead customer, the person in charge provides the necessary guidance and services.

The reason for distinguishing the attributes of an event in the event model is that sub-events should be classified in detail according to the person who drives and assists the task. It must be separated.

Creating a scenario between events is the third step in establishing an event model (34) .

Relationships are usually made through direct or indirect methods. Behavior When scientifically explaining the formation of a relationship, the following steps are used to form a relationship with a customer, and the most fundamental and important key for a relationship is to tailor the company to the customer. And on the way.

☞ The customer is acting.

☞ I know the customer is acting.

Customer knows I am acting

☞ As a result, I know that the customer is acting and the customer knows what I am doing.

In short, a relationship is a state in which a customer knows that he or she knows or understands a behavior and can be said to be in a relationship when placed in such a situation.

Therefore, companies should continuously obtain reliable information about their customers, and based on them, they should make basic data that can facilitate customer relations. Therefore, the most important point when creating an event scenario is the point of contact with the customer (event).

☞ The necessary information should be collected through channels that directly or indirectly contact outside of the company.

☞ All processes of the company should be operated through contact with customers.

☞ At the same time, you must be prepared in advance so that the necessary actions can be performed at the moment of making contact with the customer.

This step develops the necessary work preparations and events according to current and future corporate strategies and scenarios and scenarios based on customer perspectives, and links them to events and sets of events or internal processes in the enterprise. And standardize the properties of the event. At this stage, consideration should be given to the consideration of information, actions, and preliminary events that must be prepared in advance in order to carry out the necessary actions according to the occurrence of the event.

An event occurring outside the company generates another event inside the company depending on the scenario. This is the core of the present invention, and one event occurrence causes a chain reaction according to the attributes of the event and the causal relationship between the events. The only difference is that events are triggered according to the preset time and conditions, and according to the priority and the subject of the event task (system is subject or employee is subject). In this step, consideration should be given to the event definitions, attributes, and scenarios, as well as the working conditions and information exchange for the common purpose work between the events and the interface between the events and the work environment.

In the current banking system, the number of customers contacted has a large number of customer information, and the marketing department analyzes the customer information that the customer wants to borrow from time to time and performs campaign work. In the present invention, a customer wants to obtain a loan for a house purchase. When moving, the customer collects information through various channels, whether he collects information through the Internet, consults with a bank, or over the phone, and the movement is carried out through one event. Data is accumulated, and that information can be analyzed through its own analysis to identify the motivation of the customer with simple curiosity or for what purpose the data is being collected and to trigger the internal campaign process according to the customer's current status. , At the same time, the work required for sales staff It will be used as a basis for assigning goals (target customer list and corresponding product sales targets). This means that the point of sale of goods and services is mostly made at the time of customer's request. In addition, the collected information is automatically generated by the system at the point of request of the customer at the point of small scale, and the work can be prevented from overlapping campaign work of the same type at the headquarters level. .

As explained above, in the theory of relations, it is assumed that the occurrence of a core event is not an event in which a customer visits and contracts or places an order at random. Instead, it is assumed that the contact is made through another event in advance and the core event occurs according to the customer's judgment. This means that all materials must be prepared in advance so that all work can be done at the moment the customer wants. As a result, simple changes can be intuitive, and scenarios of reading, interpreting, and preparing the market become important.

It provides two functions in how to create scenarios in the event model. The difference is driven by the concept of time.

In other words, an event includes the concept of time from an etymology, and focuses on time with time as an important management point due to the nature of the model. As a project, it adopts the method of executing corporate strategy through organizational time management, and it generates several events simultaneously for one event occurring externally or internally, such as Gantt Chart and PERT. In many organizations, they work for the same purpose, and as a result, the results of these events appear as the end result of the event that occurred earlier (hereafter referred to as the "project"),

Also, like the usual process, there is a method of binding events into scenarios such as when there is no management of time (hereinafter referred to as "process").

As a result, the event model describes an existing process or project as an activity, assigns contacts and resources to the activity, manages milestones in how the system tracks progress as key objects of management, and in the cluster generated by the event. Activities are managed in the form of objects' behavior.

And for the scenario described above, the system provides two functions.

One provides the ability to manage and handle the behavior of all related events and objects so that multiple organizations can move for the same purpose across projects or processes. The advantage is that you can manage them simultaneously. In this case, of course, the system provides tools to manage Kant charts and PERTs in the form of charts and drawings for efficient management of the behavior of objects in events.

The other is that like the general staff, the system needs to record and store its work and processing results. Therefore, it is necessary to manage the events (hereinafter, referred to as "event list") that are handled by the system.

The event model does not result in a constant workflow within the company so far, but provides a flow of scenarios in order to provide flexibility in changing the market. In addition, the project and process can be managed in the form of output according to the result of the activity or recorded as the result of completion, but it can be displayed and managed in the form of the result of the action or the indicator of balance performance management (KPI). Will be presented.

The event list refers to the events that should be automatically performed by the system in association with the events. These events are conceptually connected, have similar properties, and have the same lifecycle. It can be represented as a union of a subset of related processes or projects. This means that the cluster by events is associated with one or more processes according to the scenario, and the event list to be performed by the system is associated with at least one process.

In general, there are conditional events in the event list that are not present in processes and projects. Therefore, the process or project proposed in the present invention can be regarded as including conditional activities.

In some cases, there may be more than one of the same event in the event list, because the same event needs to require the functionality of another object or different functionality of the same object. However, the recommended method is to make good use of the parameters sent to the event so that one event can do all the work at once so that there is no event of the same kind in the event list.

The present invention does not only mean the construction of an operation system. It is not a simple analysis of knowhow, knowledge and strategy accumulated by a company as a business, it is built as a system, and it is not necessary to make a judgment on self by judging the information by looking at the data and training the staff in charge. In order to provide the necessary information, the condition events belonging to the knowledge management system are called, and various event lists are called according to the condition events. For example, in the case of hospitals, before consulting a doctor directly, nurses enter an event when a patient enters a symptom like a normal process, and calls an event of knowledge management and prepares necessary information to prepare for a symptom according to the symptom. It is possible to prepare in advance, it is possible to deliver the necessary information to the doctor in advance, minimize the misdiagnosis with the final check at the same time as the medical examination, and can look up the prescription of the similar patient about the last entered disease name, In addition to printing out prescriptions, it can provide a way to deliver the necessary pharmacies over the Internet.

Companies that deal with many customers, such as banks, can perform the necessary analysis according to their work history based on their financial information, credit status, transaction performance, and statistical information of related institutions. Can be presented to customers in order, and the bank's strategy will be to tailor the customer's needs with new customized products that combine services and products associated with each piece of information.

In general, task performance is to perform one task for one task. However, in the present invention, a task can be executed by simultaneously calling different modules prepared in advance according to two different scenarios in one event, and a process according to a scenario can be performed by connecting corresponding events, respectively, Even if you are in another process, it can behave differently depending on the object that belongs to the event, or on the arguments that call the object and request the operation.

The fourth step in establishing an event model is to communicate and modularize event objects (36).

In the event model, as shown in FIG. 5, the system consists of three types of objects consisting of the business 500, 510, the events 520, 530, 550, and the module 540. Is independent of events and modules, whether the screens used by users (hereinafter referred to as "display modules") are organized by the function of the person in charge, or the activities of existing processes, or by the request of the person in charge. In addition, all event lists include clusters for which the system should work simultaneously or sequentially, including a master module representing objects of individual clusters and a process 550 composed of separate functions for managing business flows and processes and projects. It consists of the modules that execute finally. In this case, the execution module may exist outside the enterprise, and may be composed of several modules for a single task, and the same module may be distributed to multiple systems to work simultaneously or non-simultaneously. It has the advantage of separating the module and the work flow, which are the elements, and creates an environment that can work solidly against any external shock.

However, the actual work of the system is all done by the behavior of objects (customers, cars, employees, etc.) and objects.In the analysis and design of tasks for building a system in the existing object-oriented model, the basic assumptions are all objects that make up the system. While this is based on (Object), this stage involves modularization of objects through analysis and functional design from three perspectives.

a) collect and optimize the objects held by the event and perform the necessary analysis and design work;

b) analysis and functional design is based on a cluster of objects that are related to that point in time, triggered by the entity,

c) Analysis and functional design related to the provision of necessary parameters for the event in relation to the event list.

Apart from this, the communication method between the objects that make up the event should be considered. The channel of contact with the customer is the most traditional method through the sales staff meeting with the customer in the field, and the screen of the Internet, the service center or the call center. In the case of telephones and financial institutions, contact is made in the form of ATMs (Automatic Teller Machines), voice answering systems, and cards. In all these cases, the fundamental difference is the way in which the system is controlled, and the devices are not able to perform the necessary actions like objects that do business separately and are perceived as tools while the system is needed as the subject to perform the actions. The response will be implemented, taking into account various communication tools.

The actual module is developed by using object-oriented technology. All the collected information is optimized for system configuration along with functional verification work. Rather than simply researching computational requirements, the individual training materials and communication methods, as mentioned above, are examined to see if they are appropriate.

In this step, the interface between the event and the event 59, the screen module and the event 57, and the event and the object 58 should be considered. This is because it is necessary to provide work environment and information for each module that is finally matched with each module, and the information providing method mainly uses the parameter provision of the module and the method of using the database. It is recommended to use parameters of And instead of sending parameters directly to individual objects in an event, the interface acts in an indirect manner by invoking the modules or methods 55 of the required objects and passing the necessary parameters through a master module representing the state of the cluster. Will be performed. This is because the independence of the event is lost when the module is called directly from other events.

As a result, the function f: S _t- > S _{t + dt} is expressed by combining the module St representing the cluster, the parameter representing the event, and the modules of the individual functions.

There is a case in which the display module of FIG. 5 directly calls a method of an object 56, which may be allowed for the following cases.

If the functionality described by the module in the logical dimension of the first system results in only a few tasks,

In case of inputting basic data for the second initial system operation and normal operation due to system error,

If the functions of the third display module are duplicated in relation to system control and screen processing,

In the case of 58 and 54, respectively, it calls the objects periodically for a preset task without request of a separate display module and another system to check data and help the objects work, and to call a module in a separate cluster. It refers to the case of working to inquire only the information about the cluster and the process and to grant the function of the cluster in some cases.

This is done within the logical scope of system performance, resource recycling, and model building.

However, in the analysis stage, since the master module is not completed, the developer's point of view is to connect and display the module or method of the event and the object to clarify the concept. To be displayed.

An event is a collection of objects, whereas the current system operation is function-oriented, such as accounting, production, and sales, so that in order to call the modules of an object in an event, data must be called from at least one application server and one or more database servers. There is a problem. Therefore, if you develop a system in the current way, or break down the methods or modules of the objects that make up the event, the system will spend more time on I / O operations that call the module than performing the necessary tasks. Keep in mind. Therefore, when configuring a system centered on events, keeping the modules in a library for common use and distributing the work to the server can improve overall system performance.

Working with Event Security as a Fifth Step to Developing an Event Model (38)

The event list triggered by the event consists of sub-events that should be done simultaneously with the event. Therefore, the system should continuously check whether the events in the event list are operating normally, record the results, and notify the person in charge when an error occurs. The management of such individual events means that the event list will be managed continuously and whether it is completed or not.

The start of a process is an event triggered by an entity, and the completion of the process is such as signing a product delivery confirmation by the entity (customer or partner) that triggered the event, or signing an after-sales service confirmation and campaigning by loan information. The process is completed by an event with attributes of completion and occurrence.

As such, the purpose of managing the event list and process status is not just to check whether the work is completed normally. In doing business, customers or suppliers and their employees must be informed immediately at the time of the customer's wishes about what is going on in relation to their requirements, such as orders or orders. At this time, through all channels provided by the system (desk, service center or internet), it is necessary to keep track of what is going on and what is not completed. do. In addition, the person in charge should be kept informed of what processes are currently on hold. In some cases, the administrator should identify the list of processes and events that have been held for a certain period of time, analyze the cause, take necessary measures, and terminate the process and event list.

At this time, the subject who triggered the event and the employee related to the event are protected all the information according to the access rights of the cluster, the object, and the display module by the access authority of the system that owns the event. Only customers can enter, inquire, modify, and delete information related to the process triggered by the event, and can also view information that can be disclosed according to the attributes of the event and the authority of the person in charge.

The traceability of the process is key to the scenario creation and security phases. Traceability must show what events are in progress and what events are not yet in place for a predefined scenario. The consideration here is to have a unique delimiter that can be traced back to the requirements of the system, staff or customers. Tracking management is mainly related to the company's internal processes and should be consistent from start to completion for processes or event lists triggered by events. In other words, for the practice of work or the efficiency of work, a method of accumulating a certain amount of the same work and processing it as a single work unit or a person in charge can be arbitrarily separated and processed as a convenient unit of management is in principle excluded from the event model. Indispensable matters are grouped in the form of a separate batch number so that the work is processed and individual events can be kept and traced.

In general, sales and marketing systems can be classified into customer's social security number, business registration number, and case number by billing number or order number, and in case of out-bound event, by campaign number. It is better to distinguish according to the nature of the scenario or the nature of the scenario.

The method of constructing the model should be repeated in each step because each step is connected by a complementary nature rather than performing independently. For example, if an event separated from the event definition has a double attribute, the event must be further broken down into a single attribute in the event definition task.

Events are based on actual phenomena, but can include phenomena that are both virtual and conceptual, so it would be correct to understand them as a set of conceptual objects rather than existential. In addition, all clusters generated by events are not based on computerized work, but include business tasks that can exclude information systems. This is because work flows and phenomena have a continuous nature over time and are not interrupted or interrupted.

So far, the concepts of relationship management and events have been described as a model for interpreting a company's business, and I will explain how to construct and operate a system that supports these models. In the present invention, even though the same event is different depending on the industrial conditions and strategies pursued by a company, the systems mentioned are referred to only the core operation methods in relation to some relationship management among the models provided. do.

Since the system configuration of the present invention is divided into processes, events, and objects, it is based on CORBA, a standard standard for using object-oriented applications under a distributed system published by the Object Management Group (OMG). Depending on the platform of the system, JAVA RMI based on JAVA as the basic language can be used. Also, in the Windows environment, DCOM standard can be followed.

In developing the module mentioned in the present invention, the object-oriented language is not used, and data storage is not meant to be processed in the object-oriented manner. This means that the objects mentioned in the model are conceptual and therefore independent of the language and method of development.

The relationship management system based on the event model will be described with reference to the drawings.

There are two ways for customers or employees to use the system. The most common method is a server provided by a company using the terminal 6100 (PDA, mobile phone, wireless Internet, PC) of the company's function manager or customer. 6200) is provided with services for customers (Internet homepage, e-commerce) or services (function programs) provided to employees. The display server 6200 is responsible for the necessary screen or image and device control for this purpose. However, the common matter is that the customer and the person in charge select the desired work by inputting necessary information for the system to work.

Another method is to store the program related to the display on the terminal or PC (6500) of the person in charge in the past client and server method, and directly access the event server 6300 to control the separate screens and devices and to select the person without the display server. Can be used by connecting.

Therefore, the event is not only related to the equipment or medium such as the display server 6200 for connecting and communicating with customers or employees, but also depends on the type and purpose of the terminal or the language and currency unit used in the country, It is operated independently of the development language or graphic development tool and past client 6500 and server-based development language using the Internet network. Therefore, it is not dependent on any communication-related modules.

In the present invention, the user interface module is separated and processed, which is a module that is not related to any logic or data processing, and can be recognized simply as an activity associated with the control of a device and processing of a screen (GUI, text) or a process. Is intended to be implemented in a set of modules called events.

The required task is to request a task through the event server 6300, one by one the task request event through the ORB (Object Request Broker) and the network (GIOP / IIOP) in the display server 6200 and the ORB in the event server Is passed to the server. At this time, the event server has the following functions.

☞ Event information (parameter, master module location of event)

☞ Information management about event list that records the sequence of events to be performed sequentially and the information of events to be executed simultaneously connected to each event

☞ Status management of events, event lists, projects and processes

☞ Record management of event request details and task results

☞ Restoration method according to error occurrence, event list and event stop operation

☞ Binding event with display module

Accordingly, each event in the application server 6400 is called and the arguments received from the display server 6200 and the user terminal 6500 of the client / server are provided to the event and the result of receiving the event of the application server. The value is transferred to the display server 6200 and the user terminal 6500.

The application server 6400 does not call and process modules having individual functions like other systems, but requests tasks in units of events so that development personnel or the general public can easily understand the modules. The modules required for the work in the representative Master Module will be called from the library and executed. At this time, the concurrent tasks are performed for modules without mutual data exchange.

The tasks handled by the event are performed by the modules in the event. The characteristics of the events described above make the design and modules for each event unit according to the object-oriented method, and the library of objects that support the functions as needed. You will create (Library). Therefore, not only the whole system of the enterprise is produced but also the object-oriented method that can operate independently in the event unit, as well as the production by the event unit has the advantage that can increase productivity. Modules in the library of the event have the same properties as the event, but since the module is configured and operated independently of the event, the modules of the objects used jointly in the event are called together according to the necessary event to perform the task. .

As mentioned earlier in the communication and modularization of event objects, modules of some display servers 6200 may directly access the relevant module 6400 and data 6600 without going through the event server 6300. Can be. This is because the function described by the module in the logical dimension of the system results only in some tasks, when the basic data is input for initial system operation, when the normal operation cannot be performed due to a system error, and when controlling the device of the terminal. It is used when sharing a function.

The event server 6300 uses CORBA functions in the process of calling the master module of the events interspersed with the application server 6400, and the object in the server of another application in the master module of the application server 6400. You can use CORBA's functions to call methods of, and in the process, you will be provided with the ability to interoperate with various modules between CORBA-supported models.

The list of events existing in the event server is usually processed in three ways.

The first events can be represented as binary trees, heaps, or various data structures in a data format. This method is used when there is less correlation between and when parameter transmission is not needed or when events need to be processed by the nature of batch operation rather than parameter transmission between events.

The second method is to use an object or module related to each event list, and to apply the event-to-event work mainly when there are many parameters.

The third method is to express complex event list as data, trigger, and procedure of table in database. It is applied to complex task that must manage scenario in process and project way.

Therefore, it can be applied differently according to the size and difficulty of the system.

The event server measures the status of the process or event list created by the occurrence of the event, which not only measures the status of the event, but also manages the status as a separate file from the start to completion of the event. It manages whether or not there is a problem or is reserved. When the work is completed, it is recorded in the log file.

In addition, the system can temporarily stop all the events in the event list or the task that stops the calling program from working temporarily according to the type of error for each event. This is because it can cause problems continuously until the problem is solved, and the work of an event list with errors can cause new problems and affect the performance of other systems.

In the present invention, as shown in FIG. 7, the individual states are continuously measured by the event, the event list, and the process.

The state of an event is classified into four stages: active (710), passive (720), suspended (730), and terminated (740). Inactive refers to a state in which an event is scheduled at a specific time or a state waiting for a task, and a reservation means a state in which an error occurs or a person withholds an event task. And completion means that the work is finally completed.

Here, the event list and the process become active, inactive, reserved, and completed according to the state change of the event. When the event list and the process are reserved, both the event list and the individual events belonging to the process are reserved. In addition, activity, inactivity, and completion means normal status, but reservation means work stopped due to error occurrence or process change, and appropriate action is required.

In this case, the error handling method is processed as the following steps.

The error of the first event in the event list is processed by inputting the same data on the screen again after error processing, or by restarting the event list based on the previously input data. In this case, the previously input data means parameter data provided to the event server to call an event from the display module. The event server keeps a record until the event list is completed.

An error of an event after the first event in the event list causes the task to stop working on a later event. However, an event task that has already been completed has independent characteristics for each event. Means that. Therefore, in the event model, error handling after the completion of a preceding event is a process that takes the necessary action according to the type of error occurrence and forwards the event list that is reserved for the error to be restarted in the active state. Work will be processed according to the method. However, if there is no reserved event list, there is a problem of inputting parameters of necessary events individually and executing an event task or directly accessing data in a database.

In the present invention, there are two main aspects of the function and operation method of the event server.

One of the inventions filed with the function described in the "Module control system using the event concept" filed on June 26, 2001, pending application number 10-2001-0036594 is a system for supporting an event model. The explanation is as follows.

Agenda plays a role of calling and managing the event list in the event server.In addition to the task of requesting an event and recording the status of an event, an error handling event or an error handling routine is executed according to the occurrence of an event error. There is a scheduler that plays a role of notifying a message to the agenda of an error occurrence content. The agenda constantly communicates with the scheduler, tracks and resolves reserved events and processes, verifies that the events of the events have worked properly, sends the next event to the scheduler, and the events provide the proper parameters to perform the tasks. Do the work of making. Batch-type events that do not need to work in real time, in addition to scheduling the timer to work at the required time, informs the user about the results of the work received from the scheduler or the contents of the error, and the contents of the error during preprocessing of the event. It is responsible for notifying the message.

The scheduled time of the event to be executed is that the scheduler can work at the scheduled time because the event that the timer requested to manage and the event that does not need to work in real time among the events to be performed for system management purposes have time to be executed. It performs the function to manage. When the work is completed, the completion result is sent to the person in charge in the form of a message.

The other is to build in the form of middleware and database without any tools that support the event model. In this case, by using the module or database in accordance with CORBA provided by general middleware, event list information, process and event list status management, event request history and operation result record management, recovery method and event according to error occurrence It will provide the ability to stop using events in the list, and to bind events with the display module.

In FIG. 6, the event server, the display server, and the application server are depicted as separate systems, but this is conceptual and can be implemented in one server or in multiple servers individually.

Event server can generate better performance than existing system according to module management provided by event model, and it shows big difference according to analysis and design of work. This is because two or more events can be run at the same time using functions such as Send and Oneway provided by CORBA, and the time can be adjusted according to the nature of the event, and the system is distributed.

For example, a system with frequent input / output of accounts and a large amount of data, such as a bank's business, should maintain a large system and a huge database. There is no choice but to analyze the information by passing the data to a separate data warehouse for analysis. However, when searching the entire account owned by the customer as shown in FIG. 9, the account information request 9010 is divided into simultaneous requests of the A account 9020, the B account 9030, and the C account 9040. Is counted in the account request 9010. Therefore, it is possible to increase the performance of the system rather than centrally processing the database, and the system structure for managing the database can be simple.

In addition, in the present invention, the existing system configures the customer information system for the purpose of customer relationship management like the data warehouse, and collects the customer information of the system users scattered in the enterprise such as accounting, sales, ERP, ABC, as well as the Internet system. It is processed and maintained in accordance with the system's purpose, and does not provide data according to the purpose of analysis, but rather in real-time information, for example, the current account balance or account holding status, yearly sales amount and current work Etc., as a function of the object of the customer, which constitutes the event, so that the system can be maintained at an optimal state at all times, the system can be separated according to management purposes, or the amount of data or the amount of data constituting the object Depending on the performance, you can separate them into different systems. .

Depending on the company, if the system requires a lot of functions and work processing, or a large amount of data is accumulated, the centralized event server is represented by event and event connection information and event related information, rather than centralizing the system. By adopting a method of sharing event information by distributing event servers according to its characteristics, systems related to events with high work demands can be maintained in a plurality of forms and distributed to regions. However, no matter how the system is configured, the common environment is that the modules carrying out the work are distributed and processed throughout the system.

An event called customer contact or contact management, which is an in-bound event provided by the system of the present invention, may be subdivided into core events such as quotation, ordering, contract, delivery, collection, etc. in association with corporate resources. In addition, according to the function of the organization of the company, the general sales process can be divided into the history management such as presales and post-sales continuous maintenance. As an example of financial institutions, the application method of the system will be described.

Banks not only maintain branches in different regions, but also provide call center or home banking services over the Internet and many other related functions. The features that customers refer to and want will require consistent information, even across different media or in separate locations.

In the present invention, even if contact is made through various channels, an event called customer meeting (herein, referred to as a general expression of an event such as quotation and ordering) is called. To manage.

☞ Who: Basic customer information (age, photo, gender, age, income, hobby, phone number, fax, ...), customer life information (home, address, child, car ownership)

☞ Which: Customer classification based on transaction details (mainly purchased goods or services and transaction price), sales and profit

☞ How Many: Number of contact (year, quarter, month, week, day), number of responses from survey, ...

☞ How: contact channels (Internet, employees, magazines ...), payment method (check, draft, cash),

☞ When: When contact was made and when it was purchased (season, time, event)

☞ Other: Customer's Requirements, Features

Similar to customer-related information, such as the history of the customer, the relevant partners, the personal details of the business partners, the work being done, the yearly sales and personal information of the customer representative, the preferred products / services, etc. We need a lot of information, such as the latest trends of our customers, so we get the information by calling the modules and methods of each object.

In the field, the company's employees and customers meet to schedule the next meeting, or they can receive information on the necessary needs through the bulletin board or e-mail on the Internet. Management is essential. Of course, the employee object also manages all matters such as personnel information and work performance.

Depending on the characteristics of the system 6100 in contact with the customer and according to the tasks performed by the representative, different information and functions are required for the objects constituting the event called customer encounter. Functions are delivered in the form of parameters of the event, and the event server 6300 calls the event list related to the event, calls the event according to the order of the event list, provides the information that the event has, or executes a task. do. In addition, the event of customer meeting recorded in the form of conducting business logs additionally records deductions related to all customers by the method of customer meeting: customer: contact management.

In other words, sales-related screens are organized by core events that are related to customers because customers and companies are organized on the basis of mutual exchanges, and functions within each event are configured according to the needs of the person in charge. Therefore, major sales events are divided into contact management, quotation, order, and collection, and in detail, the contact management event is internally the customer personal information of the customer object, the product catalog of the product object, the schedule management of the employee object ( The screen is composed mainly of functions necessary for business execution such as schedule. The module of the display server operates according to the basic data input and selection of the person in charge and requests the necessary event, and the event server simultaneously calls the event list and the event (master module) for the requested event. The module may exist in the application server 6400 or the event server 300 depending on the system.

The master module interprets the parameters transmitted from the display module and calls the methods that can provide the object's functions from the library in the application server. Will be called. In other words, the input of customer personal information of the customer object calls the event related to the campaign work, and since the information inquiry of the product catalog is the information of the product of interest for each customer, the product related method is called to call the product, product design, The color will be recorded. Since these sub-events are not information processed in real time, the system manages them so that they can be processed in an appropriate time.

In the event of customers collecting information by visiting a branch office in person or by contacting a representative, or through the Internet and by telephone, not only the customer collects information, but also the company can provide products and services that customers need. It can be used as a resource for grasping. As a result, an event called customer encounter calls a condition event that identifies whether the campaign is a lead customer according to a scenario, and generates another event and an event list when the condition is met. In addition, information surveyed by customers can be used more actively in product development.

Events such as bank credit loans require all the customer information necessary for the loan, so it is possible to collect customer information scattered within the corporate information system and provide a customer profile in real time. We will investigate and display the results on the screen. And the loan amount, interest and loan date and repayment date applied at that time can be printed out so that the customer can sign the contract and complete the loan process by confirming input into the system. The definitive entry of the system will record all deductions associated with all customers by a method called Customer Loan: Customer: Contact Management, including all inputs related to the loan. At this time, the customer meeting used in the event of meeting another customer: Customer: It is the same method as the method of contact management. Therefore, two events record the same information in contact management. In addition, an event called a credit loan is an event having an attribute of completion at the beginning of the event.

In the present invention, the module call of the event is displayed in the same manner as the customer encounter: customer: information lookup, as shown by CORBA, but the developer who builds the system can predetermine how to interact. I want to inform you that there are no laws.

As above, events and clusters, like the definition of events and clusters, can not only form a phenomenon and the world, but also connect events and events to become a higher-level system.

And the terms used in the present invention are defined in consideration of the function of the present invention, and may be changed according to the customs of the industry or the intention of the person in charge, the definition should be interpreted based on the contents set forth herein.

Although the event model proposed in the present invention has been described in the business field, the basic definitions and theories do not result in a specific field and are applicable to the natural science field as well as the social science field, and the spirit of the appended claims It is meant to include all examples of the range that does not deviate.

The model-providing effect of the present invention can simultaneously provide the business described by the process model and the object-oriented model in the event model, and also introduce theories that explain the concepts, relationships, and phenomena of time that could not be represented in the business so far. Its purpose is to describe and explain business mathematically and to apply it to corporate management through practical performance.

In the event model, clusters are matters, objects are molecules, and methods and modules are electrons, nuclei, and atoms. Therefore, grasping the event model is advantageous in many ways to express and process complex tasks rather than to grasp the whole system by object.

a) It is easy to understand because the analysis of work is performed on an event basis.

b) Depending on the scenario of the event model, cost-benefit, process processing speed, and non-value added event elimination can be analyzed for the process applied in the process model.

c) It can be upgraded in the form of event-specific function addition and parameter change of module call rather than module modification. The increase in hard disk capacity is not a big problem, and additions are easier to develop than modifications to existing modules.

d) As business processes are centered on objects (customers, employees, resources, etc.) made through events, it is possible to apply Balanced Score Card for each event unit, so that necessary indicators of performance measurement, financial perspective, and customers It can be accessed from the process perspective by processing with time, learning and growth time as well as linking between events.

e) The event model can have various types of logical response strategies depending on the modules created.

f) The behavior of objects in an event means an activity to achieve its purpose, so it can be a unit to apply Activity Based Management or Activity Based Budget. This is easier to implement because it uses simpler, more scientific knowledge than managing activities.

g) The system is composed of three steps of screen management module, event, and object, each maintaining independence, so that version-up or system modification can be done step by step, so it has high flexibility against small changes.

Claims (25)

In how to build the model, A model-building method that uses a means of clustering, which is a set of concurrently stable objects that can be distinguished from other objects in a purpose, and a cluster of clusters using cluster characteristics and properties. The method of claim 1, wherein the cluster is Objects in the same state that have a specific purpose made by an event, and a set of relations and actions between objects, or a related set of communication and actions between objects that have a purpose. Model construction method characterized in that the collection of objects of the nature and properties. The method of claim 1 wherein the time applied to the model is A method of model building, characterized in that there is no difference in the travel time from one stable cluster state to the next stable cluster state, rather than synchronous in the cluster. In the method of building a business model using the method of claim 2, The relationship between the clusters and the network is represented by the set theory of mathematics and the function theory of Algebra. Includes a relational marketing theory from a network perspective that interprets the dependence of the correlation between the firm / customer, the knowledge accumulated in conducting the business, the business practices and the general processes of the firm, and the PERT And strategy scenarios using the Gantt Chart. The method of claim 4, wherein As a step-by-step method of building the business model, A defining step 31 of identifying and defining a cluster generated by the event; An attribute and classification step 32 of assigning an attribute to the cluster and classifying the cluster based on the definition of the cluster; A scenario step 34 of connecting the clusters by creating a business scenario according to the attributes of the cluster; A module step 36 for optimizing and functional design for communication between objects and modularization of objects based on scenarios; And a security step (38) of applying security on the basis of clusters and modules. The method of claim 5, A method of constructing a business model in which the definition step, the attribute and classification step, the scenario step, the module step, the security step, or the step are repeatedly applied in the method of building the business model. The method of claim 5, wherein the defining step By identifying and defining clusters according to the key object perspectives that make up the cluster, the types and types of transactions between customers and companies can be defined in terms of social statistics, customer views based on customer segments and customer lifecycles, and resources associated with internal processes. How to build a business model that includes a perspective, a technical perspective for systems and development, and a corporate perspective that drives marketing and campaign activities. The method of claim 5, wherein the attribute and classification step The classification method according to the property of the cluster is to classify the cluster according to the device, equipment and manpower incurring the cost. How to classify clusters into startup, completion, and intermediate processes, It can be divided into clusters that can predict the start and completion according to the variables of time, which can give the scheduled completion time, and clusters that cannot apply the variables of time, According to the event task subjects, the method is classified into a cluster performed by a person, a cluster performed by a machine, and a cluster performed by an information system. Internal management for the purpose of internal management, such as passive clusters that need to respond to the needs of the entity according to the entity that solves the event that caused the event, active clusters that perform the strategy to affect the entity, and establish new strategies and analyze the results A method of building a business model that includes how to classify clusters and condition clusters for the purposes of identifying and controlling systems. The method of claim 5, wherein the scenario step is You can create scenarios in such a way that all events, clusters, and in-clusters can be moved simultaneously for multiple purposes by multiple organizations simultaneously for a single event, both externally and internally, such as the Gantt Chart and the Pert. A method of building a business model that includes a method of managing the behavior of objects and a scenario of tying events without management over time like a normal process. The method of claim 5, wherein the module step Gathering and optimizing the objects that make up the cluster, including the necessary analysis and design work, Includes analysis and design work based on clusters triggered by events, How to build a business model that involves analysis and design work related to providing the necessary parameters for the event in relation to the event list. The method of claim 5 or 10, wherein the module step In the separation and design of the modules according to the three hierarchies that make up the system, In terms of means of contact and communication between objects in the event, the characteristics of devices such as the Internet's Web-browser, telephone, ATMs of financial institutions, automated answering systems such as CTI, PDAs, wireless Internet, and cordless phones The control module for controlling and the display module for configuring the screen each include detailed separation and design work, Includes detailed separation and design work with procedures and triggers in the database or a module that displays the associations between clusters in the event list and the master module representing the cluster. A method of building a business model that includes detailed separation and design of modules, which are classified into libraries of modules or methods that represent the behavior of objects in the cluster. The method of claim 5, wherein the security step Means for providing the functions of viewing, entering, modifying, and deleting by the person in charge of the cluster, the object, and the display module; Includes the ability to track and manage events, event lists, projects and processes from start to completion, and the means to authorize them, How to build a business model that has separate means for handling individual events, event lists, projects and processes that have been delayed. The relationship management system applying the business model construction method, Calling one or more execution modules from the modules or libraries connected to the cluster according to the clusters that need to be performed simultaneously with the cluster for the request work on the user's terminal or another system A relationship management system comprising means for overseeing implementation. The relationship management system applying the business model construction method, A means for recovering data of a backward and forward data for each cluster unit by using the recorded data in error processing, including a means for recording a request work content in the user's terminal or the other system. Relationship management system, characterized in that. The apparatus of claim 13, wherein the means for exchanging information between the clusters comprises: Means for requesting direct operations between objects in the cluster in a parameterized manner by events, means for providing data and information between clusters in batch form using interface files, information about individual objects in the cluster, A relationship management system that includes a means of indirect information exchange through knowledge accumulation and sharing. The method according to claim 13 or 14, Means for recording the event request details and the results and error details of clusters, event lists, projects and processes; In addition, a means for recovering from error occurrence by cluster unit and stopping and canceling the event list and cluster may be additionally included. Means for connecting and managing clusters and clusters based on predefined processes and project scenarios, In addition to providing a means for providing information related to the schedule and tasks to individual personnel according to the work schedule of each cluster, A relationship management system further comprising means for assessing the performance of the personnel and the organization. The method of claim 13, Means for invoking a direct execution module among request operations in the user's terminal or the other system; Means for calling and performing necessary modules periodically according to a function of a predetermined cluster without a request of a terminal of the user or the other system; And a means for transmitting a result to a system requesting necessary information and functions only by a management function of a cluster and a process without calling a separate module in a cluster at the request of the user terminal or the other system. The relationship management system applying the business model construction method, And a display module 510 for directly accessing the user's terminal to control the terminal and to transmit a screen necessary for communication with the user. A master representing each cluster, which is connected to the display module 510 and calls an execution module connected with the cluster according to a condition for a task or a request task of each display module requested by the display module, provides a work environment, and performs supervision. Modules 530, The execution module for performing tasks in connection with the master module 530 and the display module 510 includes an application module 540 written in a general program development language. 19. The method of claim 18, wherein in configuring the application module 540, Object-oriented classes and methods, or system modules used by devices or systems, and relationship management systems that are additionally included in procedures and triggers in the database. The method of claim 18, The information module (parameter, module position) management function of the master module for performing the work in connection with the display module 510, the information of the clusters to be performed simultaneously in connection with each cluster, the order of the clusters to work in sequence Information management function for event list recorded, event management history and operation result record management function, recovery function according to error occurrence, event list and cluster disabling and cancellation function, operation function of connecting display module and master module And a module (hereinafter referred to as an "event module") that is additionally provided with a function of connecting a master module of a related cluster to a task requested by the display module. The method of claim 18 or 20, And a function of the display module, the event module, the master module, and the application modules, which are mixed without any distinction between modules. Including the user's terminals 6100 and 6500, A display server 6200 supporting terminal function control and display function according to a terminal request of the user; An event server 6300 connected to the display server 6200 and the user terminal 6500 to manage information on a cluster and a network of the cluster, and to connect a cluster requested by the display module; The event model and the relationship theory are configured by connecting to the event server 6300 and the display server 6200 to store and manage local data and modules of objects in a cluster and to directly execute the module. Relationship management system that meets the functional requirements required. The method of claim 22, And a database server (6600) for storing and managing individual data in connection with the application server (6400) or the event server (6300). The method of claim 22, Connected to the application server (6400) or the event server (6300) relationship management system further comprises a separate server for the storage and management of the module or method. 23. The method of claim 18 or 22, wherein the user's terminal A relationship management system that includes PDAs, cell phones, PCS, equipment connected to wired and wireless Internet, ATMs (Automatic Teller Machines), voice answering systems, card readers, and devices that can provide corporate information and services.